Member Tech Solutions Analyst I

ADP; City of Rochester (NY); On-site; USD 49,000 - 53,000; Full time

Job summary

Summit Federal Credit Union is seeking a Member Technology Solutions Analyst 1 to provide internal technology support and manage service requests across multiple channels. You will handle tickets, assist staff with technology issues, and escalate where needed.

The role covers Core, Imaging, Check 21, Cards, eSign, Online Banking, and desktop support, with a focus on timely communication and service quality. Monday–Friday, with rotating Saturdays.

Qualifications

• Education: 2-year degree in a technical or related area, or equivalent experience.
• Experience: 3-5 years of experience in digital banking environments and/or technology-operational areas.
• Microsoft Office Suite, particularly: Outlook, Word, and Excel
• Office equipment, such as computers, printers, copiers, and fax machines, as well as multi-line phone systems
• Intranet/Internet
• Teller and Banking Software
• Microsoft Office Suite: Outlook, Word, and Excel

Responsibilities

• Provide support for employees contacting Technology Support Helpdesk from all channels including, but not limited to; phone queues, direct calls, email, chat, voicemail, and submitted tickets.
• Input calls, emails, service requests, and all support efforts into case tracking/ticketing system.
• Follow up on open cases/tickets regularly to ensure all outstanding issues are resolved or escalated.
• Assign tickets to higher level support teams and/or to vendors to ensure timely resolution.
• Maintain acceptable call handling quality standards including, but not limited to; technology team’s internal services standards & best practices, individual call goals, ring not answered goals, and team call goals.

Skills

Helpdesk support

Ticketing system

Customer service

Technical troubleshooting

Education

Two-year degree in a technical or related area

Tools

Basecamp

Microsoft Office Suite

Job description

Summit Federal Credit Union is seeking a Member Technology Solutions Analyst 1 to provide internal technology support and manage service requests across multiple channels. You will handle tickets, assist staff with technology issues, and escalate where needed.

The role covers Core, Imaging, Check 21, Cards, eSign, Online Banking, and desktop support, with a focus on timely communication and service quality. Monday–Friday, with rotating Saturdays.